Technical Support Engineer - Cloud Infra (24/7)

Vultr; Louisiana; Vor Ort; USD 41.000 - 55.000; Vollzeit

Benefits dieser Stelle

Insurance premiums paid for employee医疗

401(k) match up to 4% with immediate v

Professional development reimbursement

PTO and holidays

Sabbatical every 5 years

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Wellable subscription

Zusammenfassung

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, serving as an escalation point for complex issues and guiding customers and internal teams through diagnostics and resolution.

You’ll work with customers, system administrators, and engineering teams to troubleshoot complex issues, drive incident resolution, and help improve support processes and documentation.

Qualifikationen

• 3+ years in enterprise technical support or a similar advanced support role.
• Strong experience with Linux systems and advanced command-line tools.
• Solid troubleshooting methodologies for complex, non-routine issues.
• Experience with enterprise networking concepts to diagnose platform-level problems.
• Experience supporting enterprise cloud environments in an IaaS context.
• Strong customer service and communication skills under pressure.
• Ability to work independently, manage shifting priorities, in a 24/7 operations environment.
• Proficiency in English (written and verbal).
• Familiarity with containers and Kubernetes is a plus.

Aufgaben

• Respond to customer inquiries and provide technical guidance on Vultr products and services, including escalated issues.
• Act as first responder to platform alerts, assess impact, troubleshoot, and escalate as needed.
• Lead incident analysis and root cause investigations with remediation recommendations.
• Coordinate with system administration, engineering, and network teams to resolve outages.
• Create, update, and maintain internal documentation and support procedures.
• Mentor junior team members and support enterprise environments.
• Participate in a 24/7 team-based operations schedule.

Kenntnisse

Enterprise technical support

Linux

Troubleshooting

Networking

Cloud/IaaS

Customer service

Communication

24/7 operations

Kubernetes familiarity

English proficiency

Jobbeschreibung

Vultr is seeking a Technical Support Engineer to join our global Technical Support team. You will provide advanced technical support for Vultr’s cloud products and infrastructure, serving as an escalation point for complex issues and guiding customers and internal teams through diagnostics and resolution.

You’ll work with customers, system administrators, and engineering teams to troubleshoot complex issues, drive incident resolution, and help improve support processes and documentation.